Phone/internet cutting off on fibre

Forums › New Zealand Broadband › Phone/internet cutting off on fibre

asaint

3 posts

Wannabe Geek

#207392 22-Dec-2016 11:05

Have got a mate who is on Fibre with Spark.... Intermittently he has trouble with his voice cutting out. He said the internet drops out to sometimes.They have tried changing the modem and have plugged the phone into the back of the modem and it still happens. They have told him he has to get the port changed. Before they do that is there anything we can change in the modem first to separate the voice from the data. He is happy to try a new modem. I hear the Drayteks are quite good.

Linux

11391 posts

Uber Geek

Trusted

Lifetime subscriber

#1693739 22-Dec-2016 11:18

Port change on Fibre?? This is something generally done on copper but not Fibre

John

DarkShadow

1647 posts

Uber Geek

#1693746 22-Dec-2016 11:44

For Spark fibre the phone is plugged into the ONT, and not the modem. Also, you don't use a modem on a fibre connection so there shouldn't even need a modem.

jnimmo

1097 posts

Uber Geek

#1693756 22-Dec-2016 12:07

If both the voice and data are cutting out, then switching the modem (router) won't help

The voice is delivered through the ONT directly with Spark, so if the voice is dropping I'd suggest just logging a fault and they can get a technician out to investigate or run a line monitor (if there is such equivilent).

One thing to check would be if the PON light on the ONT goes out when the internet stops working

RunningMan

8953 posts

Uber Geek

#1693782 22-Dec-2016 13:01

asaint:[snip]They have tried changing the modem and have plugged the phone into the back of the modem and it still happens.

The phone shouldn't work at all if plugged directly into the modem (router) on Spark, as the voice comes from the ONT. Unless they have VoIP with a provider other than Spark?

asaint

3 posts

Wannabe Geek

#1693989 22-Dec-2016 19:11

Thanks for the great response. Have passed all your suggestions on. Forgot that phone plugs straight into ONT. Does that mean that voice is protected and separate by taking first priority?

Thanks again

RunningMan

8953 posts

Uber Geek

#1694008 22-Dec-2016 20:31

If the voice is cutting out, it is nothing to do with the router. The only real troubleshooting you can do is look at the lights on the ONT.

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#1694017 22-Dec-2016 20:41

asaint:

Thanks for the great response. Have passed all your suggestions on. Forgot that phone plugs straight into ONT. Does that mean that voice is protected and separate by taking first priority?

Thanks again

Voice is delivered over it's own VLAN that's entirely separate from your Internet.

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

BarTender

3606 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1694118 23-Dec-2016 06:25

I would see if you could find a regular wired phone and plug it directly into the ONT. If you have a DECT phone then you could be getting interference from other WiFi networks and your phone.
As has already been said the voice service comes from the ont and is completely separate from the broadband service so shouldn't be impacted by anything on your broadband connection.